Client Experience Specialist

Merkle Retirement Planning; Grimes (IA); On-site; USD 40,000 - 60,000; Full time

Job summary

A financial services company located in Grimes, Iowa, is seeking a Client Experience Specialist to deliver exceptional service to every client and guest. Responsibilities include managing client communications, providing hospitality, and ensuring smooth workflow through effective scheduling and documentation. The ideal candidate will possess strong communication skills, a service-oriented mindset, and the ability to multitask. This role is crucial for creating a welcoming atmosphere during in-office visits and events.

Qualifications

• Excellent communication skills in both verbal and written formats.
• Ability to manage multiple tasks while maintaining attention to detail.
• Service-oriented demeanor that creates a welcoming environment.

Responsibilities

• Schedule client calls and in-office visits accurately.
• Greet, seat, and assist office visitors with warmth and professionalism.
• Maintain accurate client records in CRM systems.

Skills

Excellent verbal and written communication

Strong attention to detail and organization

Warm, welcoming, service-oriented presence

Ability to multitask

Problem-solving mindset

Collaborative and team-focused approach

Tools

Microsoft Office

Salesforce

Job description

The Client Experience Specialist is responsible for delivering a world-class, welcoming experience for every client, prospect, and guest who interacts with Merkle Retirement Planning. This role ensures in-office visits, events, and client communications are handled with professionalism, warmth, and precision.

This position is ideal for someone who thrives in a service-oriented environment, enjoys organization and multitasking, and takes pride in creating exceptional experiences.

Client Communication & Scheduling

• Schedule client calls and in-office visits accurately
• Respond to phone, email, and text inquiries promptly and professionally
• Identify opportunities to enhance the client experience and escalate concerns when appropriate

In-Office Experience & Hospitality

• Greet, seat, and assist office visitors
• Ensure conference rooms and common areas are clean, prepared, and welcoming
• Provide hospitality services that align with Merkle’s high service standards

Data, Documentation & Workflow Management

• Maintain accurate client records in CRM systems
• Process meeting dictations and complete follow-up tasks
• Track workflows and ensure no past-due tasks remain

Printing, Mail & Administrative Support

• Print and prepare meeting materials
• Scan, file, and organize paperwork
• Receive, sort, and prepare mail for distribution or pickup

Event Coordination & Support

• Assist with planning, setup, execution, and breakdown of client and prospect events
• Partner with the Client Experience Team and other departments
• Participate in weekly meetings and support team initiatives and projects

Required Qualities & Skills:

• Excellent verbal and written communication
• Strong attention to detail and organization
• Warm, welcoming, service-oriented presence
• Ability to multitask, shift priorities, and stay calm under pressure
• Problem-solving mindset with the ability to de-escalate situations
• Collaborative and team-focused approach

Tools & Systems:

• Phone, email, and texting platforms
• Microsoft Office (Outlook, Excel, Word)
• Salesforce and CRM systems
• Scheduling tools and office hospitality workflows